Currently, when looking at the Talk dashboard, you can only see how many calls are in queue, the average wait time, and the longest wait time. This is a massive blindspot in a support organization, depending on how their support is structured.
I'd like the ability to see the details on every call in queue, as in how long each call is queued, and which department/group/queue each call is in.
Sometimes, an agent in our org will transfer a call to a certain department/group/queue, as we have many that are used, and we sometimes have no clue where that call wound up. If we could see that information, then we'd more easily be able to enable an agent to be able to pick that call up.
We've run into instances where we've had calls wait for over an hour, and even reaching out to Zendesk support via chat, they're unable to tell us exactly where that call is.